Pharmacy Call Center Manager
Renton, WashingtonAs part of the pharmacy team with Kaiser Permanente, you’ll learn and grow as you help make a difference in the lives of everyone in our communities. Whether you’re working with patients, partnering with physicians, or collaborating with colleagues, you’ll play a key role in an information-rich environment. One where your development will be supported and your skills will be challenged as you work at the top of your license. If you want to explore opportunities beyond your role, we provide a wide array of professional growth opportunities to help our pharmacy team advance their skills and careers. If you believe in the continued pursuit of excellence, there’s no better place to put your beliefs into practice.
- Job Type: Full-time
- Job Level: Manager with Direct Reports
- Travel: No
- Pay Range: $150600 - $194810 / year
Success Profile
We’re looking for Pharmacy team members who possess the following traits.
- Collaborative
- Compassionate
- Flexible
- Multi-Tasker
- Team Player
- Results Driven
Benefits
We offer several benefits to our pharmacy team.
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Health Care Benefits
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Compensation
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Vacation, Holiday & Sick Leave
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Labor Management Partnership
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Work-Life Balance
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Healthy Workforce
Our Culture
As part of the Kaiser Permanente pharmacy team, you’ll collaborate with other team members and physicians to continually evolve and enhance patient care. You can also take advantage of our electronic medical record systems and our integrated technology platforms. It’s a unique opportunity to drive the future of care for all while leveraging your expertise to improve the total health of our members.
What Our People Are Saying
Alex
Outpatient Pharmacy Operations Manager
“I’ve felt real support every step of the way throughout my pharmacy career. I would not be the pharmacist I am today if I was not empowered to practice kindness and compassion, and be allowed to be me. I feel blessed to have been a part of this organization for the past 16 years.”
Osagie
Ambulatory Care Pharmacy Supervisor
“I have had multiple growth opportunities at Kaiser Permanente. I started as a Summer Youth intern, then I worked as an Apothecary Circle intern. After that, I received two years of pharmacy residency training here. I’ve always been supported with substantial resources like tuition reimbursement, business resource groups, as well as coaching and mentorship programs.”
Porsha
Director, Inpatient Pharmacy Services
“I chose Kaiser Permanente because of its presence in our communities. We acknowledge, support, cultivate, and nourish the body, soul, and spirit of each patient, employee, and community member. I wanted to be a part of such a phenomenal organization.”
Robert
Manager, Mail Order Call Center
“They encouraged me to work outside of my comfort zone. Now, I’m on a career path I would have never expected. I enjoyed my pathway to get here and it’s been a challenge. It really helped me grow as a person and as an employee. Kaiser Permanente supported me to be the manager I am today.”
Georgina
Project Manager
“I joined Kaiser Permanente as a young mother with a family. I knew this was a stable company with great pay and benefits, and many opportunities to grow. I’ve always experienced flexibility and growth and we’re encouraged to serve our communities and to have a work-life balance.”
Michelle
Pharmacy Clerk
“When you join Kaiser Permanente, you have access to a wealth of experience in the health care industry. You’ll learn about more than medications. You’ll gain experience in customer service, data entry, and other valuable areas. I enjoy supporting our pharmacists and ensuring my patients receive the medications they need.”
Pharmacy Call Center Manager
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Provides strategic direction and alignment with KP National Pharmacy and KPWA goals for the Pharmacy Contact Center including answering of phone calls: 1. Directed to KP Medical Center Pharmacies; 2. Supporting Enterprise-wide Mail order; 3. Supporting New Member onboarding to KPWA pharmacy patients; 4. Pharmacist related calls from patients, providers and Consulting Nurse services; 5. Triaged from Customer Service and Patient Financial Services Processing of all mail order prescription including all prescription repatriated from network providers and onboarding of all new KP members to Pharmacy services.
Has operational oversight of the management team for the department assuring that the processes and systems are in place so services meet budget, quality, service and regulatory requirements. Coordinates information flow, program development and implementation with the Medical Center Pharmacies, Fulfillment Center and Clinical departments as well as with outside departments including Kaiser National programs, Options, Inc., Benefits, Medicare, Legal, Appeals, Provider Relations, Sales and Marketing, Customer Service, and other delivery system and health plan departments.
- Accountable for strategic planning, management team leadership and operational oversight of Pharmacy Call Center services including Call management, Mail order processing, New member onboarding, patient facing technology associated with refilling a prescription and compliance and regulatory issues associated with these functions.
- Develops a team of professionals to plan and implement department goals and objectives in area of responsibility. Leads and supports the pharmacy management structure to enable achievement of KP National Pharmacy and KPWA pharmacy and Delivery System business objectives for service and quality including budget accountability for human and financial resources. Provides leadership and direction to team including hiring, evaluating and coaching.
- Assures that strategic planning, workflow standardization, maximized technology and high quality, member- focused service for all Call Center and Mail order patients are in place so care provided by staff meets service and operational regulatory requirements.
- Assures program alignment (Call Management, Mail Order processing, Onboarding) with key stakeholders including KP National Call Center, Area Medical Centers, Customer Service, Clinical Services, Fulfillment Center, PFS, Finance, and Health Plan.
- Coordinates program development, implementation and communication flow with the Outpatient Pharmacies, Pharmacys Centralized services and Clinical division and with outside departments including Options, Health Plan, Legal, Provider Relations, Sales & Marketing, Care Delivery departments, and Kaiser Permanente National programs.
- Minimum three (3) years of experience in a leadership role, managing the day-to day operations, performance of staff and work flow.
- Bachelors degree in pharmacy.
- Pharmacist License (Washington) within 3 months of hire
- Demonstrates leadership skills with the ability to direct the activities of others on a direct or matrix team basis.
- Ability to maintain awareness of the dynamic pharmacy landscape regionally and nationally to ensure our service line meets our organizational mission.
- Ability to collaborate and be influential across various roles and service areas.
- Ability to recruit, mentor, develop and engage staff, monitor performance standards, deliver results, and hold staff accountable.
- Strong communication, collaboration and change management skills.
- Ability to collect and evaluate data to identify areas for process improvement and implement those improvements.
- Ability to prioritize and manage multiple tasks simultaneously.
- Ability to effectively anticipate, resolve and respond to issues as they arise.
- Knowledge of ancillary services regulatory and/or health care requirements.
- Financial management skills.
- Familiar with call center and current market standards around its delivery of service.
- Implementation of telephonic technology.
- Administration of mail order processes.
- Licensed Pharmacist in the United States.
- Five (5) years of management experience specific to a call center or high volume pharmacy with multiple work streams.
- PharmD degree in pharmacy.
- Masters degree, advanced degree, and/or specialty residency in pharmacy, health administration or business administration.
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Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
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